According to speech analytics data, in 2025, the unified call center of the Social Fund of Russia on social issues handled approximately 37 million requests. The total duration of consultations provided over the entire operating history of the center exceeds 500 million minutes. Along with daily questions about benefits and pensions, operators regularly encounter calls that go beyond the social welfare area.
The majority of calls traditionally concerned the unified allowance, pensions and maternity capital. Large families were a point of special focus. According to speech analytics data provided by the call center, about 33,000 calls were in a year from mothers with three or more children, including questions from mothers of 13, 12, and 11 children from Krasnoyarsk Territory, Moscow, and Moscow Region regarding pension adjustment, the assignment of allowances and the procedure for finalizing payouts.
Modern trends were also reflected in the citizens' questions. Many inquired whether it was possible to receive a pension in cryptocurrency and whether income from crypto mining would be factored in when calculating welfare payments. Staff members politely explained that all payouts from the Social Fund are made exclusively in Russian rubles, while questions regarding the taxation of digital assets fall under the competence of the Federal Tax Service.
As the New Year holidays approached, individuals identifying themselves as Father Frost and the Snow Maiden started calling. They inquired about the Fund's working hours and humorously asked for a "gift" in the form of an extra payment in January. Operators explained them with a smile that the payments for January are traditionally issued in December. In total, about a hundred festive calls like that were recorded, with callers also congratulating the staff on the upcoming holiday.
However, the most memorable conversations were with callers who introduced themselves as historical personalities. The absolute record holder was an individual who made about 1,000 calls over the year, each time introducing himself as another well-known character.
Other unorthodox calls included a request to help remember the name of a favorite musician, which the caller used as a password, but had forgotten; a heartwarming story by a man from Mariupol about the beauty of his native land; as well as questions like: "If my wife puts up with my bad temper, is she entitled to a pension supplement?" and "Can you give a lonely retiree a cat?". Operators also recorded isolated inquiries related to quadrobics, anime and demons.
Every day, the call center operators handle dozens of calls with requests far outside the Fund's competence: from requesting phone numbers of other agencies and organizations (Tax Service, Rostelecom, banks, clinics) to requests to subscribe them to a newspaper, provide medical advice, or clear ice from their building entrance.
A crucial part of the call center's operations remains the help in countering fraud. Over the year, 67,000 calls were received from citizens reporting suspicious calls, SMS messages or letters. Operators provided them with detailed instructions on how to act in such situations to protect their money.
People value the patience and professionalism of the call center's operators. Throughout 2025, call center employees received 77,000 verbal expressions of gratitude right in the middle of conversations. Callers praise clear explanations, politeness and the operators' sincere desire to help. Overall, citizens rated the operators' work at 4.85 out of 5 points.
The unified social call center of the Social Fund continues to operate as normal. Its staff stands ready to answer a variety of questions, from precise benefit calculation to a consultation regarding a "pension for Father Frost", all while remaining friendly and committed to helping every caller.